WorkatoProduct Support Analyst
Workato is hiring a Product Support Analyst in Tokyo, Japan. Level rates it ; you can apply on Workato.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- Tools and skills the posting cites include Salesforce, ServiceNow and NetSuite.
- Level classifies it as a junior role.
- Level lists 54 other open roles at Workato.
- The role was posted within the past week.
AI in this role
Provide bilingual technical product support and troubleshooting for enterprise integration platform customers.
About Workato
Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit workato.com.
Why join us?
Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley, please submit an application. We look forward to getting to know you!
Also, feel free to check out why:
- Business Insider named us an “enterprise startup to bet your career on”
- Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
- Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
- Quartz ranked us the #1 best company for remote workers
Qualifications / Experience / Technical Skills
REQUIRED:
- Ability to communicate in Japanese fluently to engage and support customers (JLPT N1 level)
- Proficiency in reading and writing English.
- 1–3 years of experience in the IT industry, troubleshooting and responding to customer inquiries. Or fresh graduates with a degree in Computer Engineering, Computer Science, Information Technology, or a related technical field.
PREFERRED:
- General knowledge of integration/automation technology
- A degree in Computer Engineering, Computer Science, or Information Technology or equivalent experience
- Some knowledge of business applications (e.g. Salesforce, Google Suites, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)
Soft Skills / Personal Characteristics
- Exceptional team player with strong analytical, communication and interpersonal skills
- Excellent organization and time management skills
- Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately
- Excellent client management, showing empathy and understanding
- Keen to learn new applications and software
- Growth mindset, ability to iterate, and design-thinking approach to problem-solving
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- A passion for and belief in the power of automation to drive business value.
仕事内容
急成長中の日本チームに加わる優秀なプロダクトサポートアナリストを募集しています。
この役割では、顧客が最高のサポート体験を得られるよう努め、顧客の問題を深く理解し、的確に問題を特定し、迅速で実用的な解決策や創造的なソリューションを提供することが求められます。
具体的な業務内容:
- 日本市場の顧客に対する製品サポートを提供
- 問題のデバッグおよび解決策・ソリューションの提案
- エラーや原因を特定し、必要なアクション項目を完了までのトラッキングする
- 製品のバグや要望を効果的に管理するため、さまざまなチームと調整を行う
- ユーザーリクエストやインシデントへの対応、問題追跡をメールやチケットシステムを通じて迅速に実施
- 必要に応じて、社内チームや外部のアプリケーションサポートチームと協力して問題を解決
- プロダクトチームと連携し、修正が計画され、実施されるようフォローアップする
- 問題に関する状況をビジネスユーザー、マネジメントチーム、その他ステークホルダーに共有する
- 顧客の問題に対する解決策を文書化し、ナレッジベースにて共有する。サポートするアプリケーションに関する機能的および技術的な専門知識をチームメンバーと共有する。
- 必要に応じた追加業務
応募条件
必須条件
- 日本語で流暢にコミュニケーションを行い、顧客をサポートできる能力（JLPT N1レベル）
- 英語の読み書き能力
- IT業界での1～3年の経験（トラブルシューティングや顧客対応の経験）。またはコンピュータ工学、コンピュータサイエンス、情報技術、関連する技術分野の学位を持つ新卒者
歓迎条件
- 統合技術や自動化技術に関する一般的な知識
- コンピュータ工学、コンピュータサイエンス、情報技術の学位、または同等の経験
- ビジネスアプリケーションに関する基本知識（例: Salesforce、Google、QuickBooks、Infusionsoft、Dropbox、Box、Microsoft Outlook、Shopify、Xero）
求める人物像/スキル
- 分析力、コミュニケーション能力、対人スキルが優れたチームプレイヤー
- 優れた組織力とタイムマネジメントスキルをお持ちの方
- 独立して業務を遂行できるが、適切なタイミングでエスカレーションできる感覚を持ち合わせる方
- クライアント管理に優れ、共感と思いやりを示せる方
- 新しいアプリケーションやソフトウェアを学ぶ意欲をお持ちの方
成長志向で、問題解決において反復とデザイン思考アプローチを実践できる方 - 曖昧で急速に変化する環境で働くことに抵抗がないアントレプレナーシップを持つ方
- 自動化がビジネス価値を生み出す力を持つと信じ、その実現に情熱を持つ方
(REQ ID: 2992)
How we rate this
Product Support Analyst at Workato rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where technical support was part of your work. What did you do?
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where integration was part of your work. What did you do?
- Walk me through how you've used Salesforce in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Technical Support, Troubleshooting, Customer Service, Integration, and Salesforce. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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